Shipping Costs, Order Tracking & Warranties
Shipping within Australia
We send orders via a number of different courier services through the broker, InterParcel, but mostly Couriers Please. Small packages may, on occasion, be sent by the Australia Post parcel tracking service.
Please note that we do not offer express shipping at this time. If there are time constraints with your order, please call us so we may attempt to make suitable arrangements.
Shipping is charged based on the calculated cost to send the items with Interparcel to the selected recipients address, and is based on the size and weight of the items ordered. This includes shipping insurance to cover the items if the order is lost or damaged in transit, and request for signature on arrival.
Shipping outside of Australia
Please note that we do not provide free shipping outside of Australia, and that orders outside of Australia are subject to additional shipping expenses. International orders must be placed manually by sending us a message through our site, as shipping costs vary significantly.
Showroom Pick Up Orders
Order pick ups are always free. This is for pickup from our showroom only. Please do not select pick up if you are unable to make an appointment to come pick up from our showroom during open hours. To make an appointment for your pick up, please call us on 03 8524 4806.
You are also welcome to arrange your own courier to pick up your items for you if you believe you can get it cheaper yourself. Please contact us on the above number to make those arrangements.
Tracking sent by Interparcel (tracking number starts with AU): https://au.interparcel.com/tracking/
Tracking sent by Auspost (tracking number usually starts with 6): https://auspost.com.au/parcels-mail/track.html#/track
If you encounter an error in attempting to have your order shipped, please call us during open hours on 03 8524 4806 so that we may rectify the issue.
Dispatch and Packaging Procedures
Packages are generally dispatched within 3 business days after receipt of payment, provided sufficient stock is available. Items are shipped using Australia Post or Interparcel which uses parcel tracking and requires signature on delivery. If you prefer delivery without signature on receipt (authority to leave), please let us know at the time the order is placed. Whichever shipment choice you make, we will provide you with a link to track your package online.
Shipping fees include handling and packing fees as well as postage costs. Handling fees are fixed, whereas transport fees vary according to total weight of the shipment. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects.
Tshirts and small items will be shipped via satchel and padded appropriately.
All boxed items are in amply sized containers and your items are well-protected.
If you are at all dissatisfied with the condition of the product upon its arrival, please take photos and get in contact with us.
Returns & Refunds
While we make every effort to provide correct information upon enquiry as to suitability of equipment, please note that we may not be aware of your local group's rules and regulations for players. As such we will not provide refunds or exchanges on items that are considered unsuitable for your local game. Please exercise due dilligence when making purchases.
The following is a quick break down of our returns policy:
- 30 day return policy for armour and clothing that is the wrong size.
Please note that for hygiene reasons we cannot accept returns prosthetics or undergarments.
- We offer a manufacturer's replacement for weapons with core breakages from reasonable use and within 6 months of purchase.
- Reasonable use is defined here as use in a LARPing activity wherein other players are not intentionally injured, the broken item has not been subjected to clearly excessive force or tampered with, and the customer has made every reasonable effort to maintain the equipment
We will not provide refunds or exchanges on items that have clearly been mishandled, maltreated, or not maintained.
In order to process an exchange or refund please contact us using the contact form and provide the following details:
- Reason for your refund request.
- If your refund is due to breakage, please describe the incident in detail inclusive of what any other player interactions that may have occured at the time of breakage.
Please provide clear photo documentation of the breakage.
- The invoice number relating to the original order.
If you did not purchase through the website, we require another form of proof of purchase, such as written or EFTPOS receipts that we provide when attending events.
If we assess that it is a breakage covered by warranty conditions, or you are returning incorrect clothing, we will contact you shortly and request you send the item(s) back. We will then replace the item(s), or where a replacement is not possible send you store credit to the value of the item(s).
We recommend returning the item(s) via Australia Post or Interparcel, and then providing us with the tracking number that all packages now come with so as to ensure it is not lost in transit.